Technical Support Specialist
4 weeks ago
Job Summary
The ideal candidate will play a critical role in front-line support for our customers, providing installations, maintenance, and repairs of our customers' instrumentation on-site. This position has a direct impact on patient care and has the ability to change and save lives.
Key Responsibilities
- Provide service and support for assigned customers
- Assist Roche Care Centre Technical Support Specialists, Lab Integration, Field Application Specialists, and account managers to provide solutions and improve support for Roche Diagnostics Canada customers
- Participate in service, sales, and customer meetings
- Back-up other Support Representatives during heavy workload and when required
- Perform instrumentation QC in head office and prepare instrument shipment
Preventive Maintenance & Technical Service Bulletins
- Perform preventative maintenance for assigned instruments and systems
- Complete technical service bulletins on assigned instruments and systems, as per Roche Diagnostics Canada guidelines and timelines
Administrative Duties
- Complete Service Report Orders (SO)
- Complete other administrative duties, such as expense management, timesheets, training and development planning, and technical reading
Instrument Installation Process
- Perform site inspections and complete required documentation
- Provide recommendations for preparing adequate environments for Roche instrument installations
- Install Roche instrumentation and integrated solutions
- Complete paperwork and documentation in a timely manner
Requirements
- Exceptional communication skills in English
- Highly customer-centric with excellent verbal and written communication, demonstrated ability to interact and build relationships at all levels
- Out-of-the-box thinker and master problem solver
- Able to keep calm under pressure and maintain focus
- Thorough, rigorous, and exhaustive approach to problem solving
- Diploma of Collegial Studies in Electronic Technology or Community College Specialty in Biomedical Engineering
- Knowledge of instrument computer, laptop, and personal computer
- Knowledge of Windows and common Office programs (Word, Excel, PowerPoint)
- 2-3 years of service experience in diagnostics instrumentation troubleshooting (a plus)
- Must be available to work on standby and be flexible to travel within North America and Europe
- Minimum knowledge of IT systems & Network infrastructure
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